Dell - New York City Department of Education Portal

Q: What is a "SPOC?"
A: "SPOC" is an acronym for Single Point of Contact. The "SPOC" or a designated backup will be the person working with the NYC Department of Education Managed Services Program to coordinate all work and site visits.

Q: Can any site staff member call for support or should it only be done through a "SPOC?"
A: Anyone can call the NYC Department of Education Help Desk for support, however, if we need to contact you or visit your site we will coordinate through the "SPOC."

Q: Who should I call to repair equipment that still has an on-site service or repair contract?
A: Under the exsting program, if you need repair regardless of warranty, please contact the NYC Department of Education Help Desk at 718.935.5100.

Q: What if I do not have the key for my security lockdown device prior to a technician arriving on site for a service call ?
A: In order for the technician to provide service to a device that is secured by a lockdown device they will need the key to gain access. If you do not have a key please contact DATAMATION at (212) 732-3824. They will assist you in obtaining a replacement for a small fee. If you have a key, please ensure that it is the correct key and that it will unlock the device prior to placing a call to the Help Desk

Q: Do I order software through the NYC Department of Education Managed Services Program?
A: Your computer is pre-configured with productivity and anti-virus software. You are responsible for purchase of any additional software and should contact the NYC Department of Education Help Desk to have a ticket generated which will facillate the installation of your software by your Regional Operation Center.

Q: Will you inventory the software on my computer?
A: It is the school's responsibility for ensuring that their inventory is complete and accurate. At the time of initial delivery Dell captures both the hardware and software on your computer which is fed into a database. A copy of the current inventory that is on file for your school can be obtained by placing a call to the helpdesk which will generate a ticket in support of your request.

Q: Does this service cover ancillary equipment such as external hard drives, external modems, scanners, and speakers?
A: Scanners and speakers are not covered however, desktop pc's being used as scan stations are covered under the program.

External drives are only covered unless they are used as critical backup devices or disaster recovery for ATS or SNA equipment.

Modems used for ATS or SNA are covered. Contact the NYC Department of Education Help Desk at 718.938.5100 for more information.

All-In-One printing devices (i.e. printer, fax, copier, and scanner) are covered under the program.

We should list some examples of what is not covered, projectors, fax machines, copiers, any request for service should be directed to the manufacturer of the product.

Q: Will my site be given a copy of the inventory?
A: Site inventories can be obtained by contacting the helpdesk which will open a ticket in support of your request. A copy of the latest inventory on file will then be sent to you electronically. Note: a WEB application is under development that will allow all sites to access and provide updates to their inventories online.

Q: If my site receives a grant or donation, how do I get it installed and supported?
A: All grants and donations require coordination with the Program Management Office at 718 935-5015.

Q: When new operating system software is released who do we call to install it?
A: Please contact the helpdesk for any requests regarding operating system upgrades or any other software installations outside of the standard software configuration. If the software upgrade is supported via an enterprise license agreement a ticket will be opened and assigned to the Regional Operations center to address. If there is no enterprise license available, the school will be responsible for obtaining the new license. Once this is done, you can contact the helpdesk which will open a ticket and assign it to the Regional Operations center to address. Note: all schools have the ability to submit tickets via the WEB. For additional information on how to do this contact the helpdesk.

Q: Do we call NYC Department of Education Managed Services if we have detected a virus?
A: If you suspect your system is virus infected, please contact the Help Desk at 718.935.5100.

Q: Is my personal hardware that I use for work-related purposes covered under the program?
A: Only NYC Department of Education owned assets are covered under the program.

Q: If I have a notebook computer and need repair, where do I bring it to get it fixed?
A: Once you've contacted the NYC Department of Education Help Desk at 718.935.5100 and a ticket has been generated for service, an appointment will then be scheduled for repair. At that time you will need to ensure that the notebook computer is onsite at your workplace so the repair can occur.

Q: We have many older models of printers; does this service cover those printers?
A: Laser printers will be covered but most inkjet and deskjet printers will not be as they are not economical to repair.

Q: Is special needs computer equipment part of this program?
A: In most instances it is covered. Some equipment may have restrictions.
Under these restrictions, NYC Department of Education Managed Services will coordinate any work needing to be performed. Please note: if the equipment is qualified for service it is the user's responsibility to bring the equipment to a school facility where it can be serviced. Service will not take place at a user?s home.

Q: Are there any costs to schools and offices for any of these services?
A: Most services are included under this contract at no additional cost. Additional cost services are available and include training, disposal, and repairs due to accidental damage or vandalism. All user consumable parts such as batteries are not covered.
Additional cost items to your site will be incurred under the following scenarios:

Training. Training is handled by contacting the Program Office.
Disposal of Hardware that is Obsolete or beyond repair.
Damage to equipment due to accidental damage, vandalism or user abuse.
Problems that are incorrectly described to the help desk. (i.e. A hardware problem was reported to the help desk by an end user but when a tech arrives it is discovered to be a software problem or vice versa.)
Equipment found to be working when a tech arrives on site for repair.
Technicians must wait more than 20 minutes to meet for a service appointment or you miss your appointment.
You do not have the correct keys available for your lockdown device when the Tech shows up on site for the appointment.

Q: My school is setting up a new lab. When the equipment is delivered will NYC Department of Education Managed Services integrate it with our network?
A: Network integration is included with the purchase of a new computer.

Q: Do I now call NYC Department of Education Managed Services for my Project Connect Equipment?
A: Project Connect equipment is not covered under the new program.
Please call the NYC Department of Education Help Desk at 718.935.5100 if you require support.

Q: Who do I contact for ATS hardware or software support?
A: Contact the NYC Department of Education Help Desk at 718.935.5100 for any issue regarding ATS. A ticket will be opened in support of your issue so that it can be addressed accordingly.

Q: What if I am not available or miss my pre-scheduled appointment when NYC Department of Education Managed Services arrives?
A: NYC Department of Education Managed Services will wait for 20 minutes; after that time, they will leave and reschedule another appointment. This second appointment, however, will be charged to your site on a time and materials basis and the appointment will not be scheduled until a PO has been cut by the school to pay for this.